Customer Experience/C5

Welcome to C5 Fall 2019

denver 2019
It might be hot and humid where you are now, but cool is not far off. Plan now to attend our C5 Fall 2019 Conference—right here in Denver, at The Cable Center, November 13 & 14. Can it be that time already? Seems like we were just enjoying the hospitality of Maureen Moore and the staff at GCI in Anchorage, AK.

Our Fall Conference is just a bit over three months away, but the Senior Fellows have been busy planning another productive and fun event. Details for C5 Fall 2019 are not quite finalized, but we can tell you that the conference will feature our usual sessions, including:

  • Insights from our MSOs during our now-famous “Egg-Timer” session
  • Fireside Chat with a C-Suite executive from the cable industry
  • CX insights from outside the industry from our guest speaker
  • “Spotlight on…” session, featuring a case example of a CX initiative by a C5 member
  • “Innovation Showcase,” providing details of a new technologically-based CX solution
  • Industry association updates, featuring our three association members
  • Metrics update with a summary and “where to from here” for our call center metrics study, plus further exploration of a study on benchmarks of digital KPIs, and
  • CX solutions shared by our Partners—ASAPP and CallMiner.

But, at the Fall Conference, there will be some firsts, including:

  • New Gold Partner
    ASAPPWe are pleased to announce that ASAPP will be joining us for the first time—as a Gold Partner. ASAPP offers AI-native products that deliver automation and work simplification to solve some of the world’s largest and most complex problems. If you are unfamiliar with ASAPP, check out their website ( and be prepared to hear more about the transformational outcomes for our industry through AI.

  • c5 mini exhibitC5 Mini Exhibit
    We’ve had vendors give brief presentations at C5 events in the past, but the C5 Mini Exhibit takes the idea to a new level. We’ll have ten exhibitors in the Great Hall of The Cable Center throughout our two-day conference. Our exhibitor partners will give very brief presentations and we will have our break and meal functions in the Great Hall, allowing everyone to meet the exhibitor representatives and explore the various CX solutions they offer.

  • Conference Highlights
    We’ll provide commentary on the latest CX strategies and new technological developments that have been demonstrated at conferences across the globe. We’ll present brief summary reports on relevant insights from:
    • ANGA 2019
    • IBC 2019
    • SCTE 2019
    • INCITE’s Customer Service and Customer Experience Conference
    • CallMiner’s LISTEN2019 Conference.

New C5 Leadership Structure
Further to our C5 goal of providing more diversity and leadership opportunities, we expanded the C5 Leadership Team from three Co-Chairs to five Executive Chairs (ECs). As before, each EC serves a three-year (renewable) appointment and will assist in the governance and strategic direction of C5.

We’re pleased to extend a welcome—and thanks—to two new C5 Executive Chairs—Jon Coscia and Kimberly Gibson. Thanks also to our other newest EC-Elect, Suzanne Foy, who took over the reins from Scott Wise earlier this year. Our four ECs-Elect—Simón, Suzanne, Jon, and Kimberly—officially join the Executive Chairs on January 1, 2020.

Forward Planning
How about this for planning ahead? Our C5 Spring 2020 Conference will be hosted by Sparklight (formerly Cable ONE) (way to go, Kimberly) in Phoenix, April 22-23. So, mark your calendars. We’ll miss spring training in Arizona but bring your baseball glove for a new C5 contest we have planned. And, thinking of the generous hosting by Kimberly and Sparklight, see if you know the answer to this: Since 2008, how many C5 meetings have been hosted by member companies (some companies have hosted more than once)? First person to answer correctly will receive a prize.

Looking forward to a big turnout at The Cable Center (Denver, CO) for C5 Fall 2019.


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Chuck Patti
Cox Chair of CX, Senior Fellow, and C5 Lead